Conversations - Conversation Filter

Index:

1. Introduction
2. Conversation organization in the filter

Introduction

Search for the interactions made on the proprietary pages of your research using the features available in STILINGUE Smart Care.

The Conversation Filter is a feature developed to select the topics for analysis in your research. You can combine data such as: publication date, type of interactions, annotated posts, among many others.

To learn how to access STILINGUE Smart Care, read the guide. The Conversation Filter is also available within Listening. This functionality, when selected, changes the view of posts collected in open sea to proprietary interactions.

Locate the filter icon in the upper right corner of the page:   

Conversation organization in the filter

See how Conversations are organized within the filter:

1. Channels

Select which channels you would like to filter (Facebook, Instagram, LinkedIn, etc...)

2. Pages

Select the registered proprietary pages you want to filter (useful in case, for example, you manage more than one account per channel). When typing the first letters, the search tool helps find and select the desired proprietary pages.

3. Interactions

Here you can select the interactions you would like to view. Please note that this field contains all the interactions we have collected from different social media networks. When including more than one page, make sure that the interaction is available for a specific network.

4. Criticality

This filter selects interactions based on their criticality. The criticality rating was created to closely monitor tickets that require attention. The options are: No Criticality, High, Medium, and Low. To assign the desired criticality to an interaction, click on the icon:

5. Status

Allows filtering between different conversation status levels. The options are: Pending, Open, Waiting, Ignored, Responded, and Closed.

6. Responder

Allows filtering interactions based on the responder, the team member who sent the initial response to the user. If others respond to the interaction, the responder remains the same unless manually changed.

7. Search by publication ID

Filtering by ID will bring up all comments contained in the same publication. Copy and paste the complete number, then press enter in the corresponding field if you want to search for more than one. If you have a list of IDs, place a comma after each number, select the sequence, copy, and paste the content.

To find the publication ID within the system, click on "Publication" in the Author and Publication area. Access this area through the guide.

Note: when entering the ID in the " Search by Conversation ID" field, the comments made in the publication corresponding to the chosen ID (which originated these comments) will be brought up. Therefore, it may happen that only one entered ID returns several comments because they were made in the same publication.

8. Search by conversation ID

Filtering by conversation ID allows you to narrow down the search for a call. To locate this ID, hover over the user status icon and click:

Note: When applying the Conversations Filter in Listening, it is not possible to locate comments from a Crosspost by entering the ID in this field. For this type of publication, it is necessary to search for the ID of the original publication - that is, the publication that generated the Crosspost.

9. Routing

If you want to find calls routed by the system, select the predefined routing in the General Settings area. 

10. Type of publication

Within the tool, it is possible to select organic publications and dark posts. 

You can also filter publications on the days they were classified (i.e., when there was manual classification), regardless of the date they were collected in the system. 

For more information, visit the discussion on the subject at our community or videos on our channel. 😃